We are planning to trial Sysaid in our school over the next term, but are struggling to make it function how we would like, can any SysAid users help us with these issues;
We would like that only staff can submit a service request, so we have given all staff a user account. If a pupil is using a system and has a problem they can call the teacher across, who can use the shortcut key (F11) to launch Sysaid, logs in and submit a service request. This is achieved by setting
Preferences>End User Portal>User’s asset determined by: to LOGIN
But this stops the ability to send a screenshot with the service request. In order to send a screenshot you must set
Preferences>End User Portal>User’s asset determined by: to NETWORK USER
But this stops an authenticated (Sysaid) login; if the pupil launched Sysaid after the Staff member had left they get straight to the User portal without logging in.
Is there any way we can have both a login and a screenshot?
Also, we cannot get the Sysaid agent, & therefore the F11 key, to function on a staff (windows user) account. It is fine on an administrator account and works fine on a staff account if you deploy the agent to a system twice, but stops again as soon as you log out of that account.
I believe that the first issue is with Sysaid while the second is feels like the permissions/Server2003 problem. Has anyone seen similar problem?
Many thanks in advance
